Now More Than Ever, Workforce Management Technology Has Become Mission Critical Call Center Software With call centers growing more technically complex and agents becoming more highly specialized, staff scheduling […]
Archives for 2000
Workforce Management Software: A Mission-Critical Call Center Component
As call centers become more technically complex and agents become more specialized, staffing becomes an increasingly critical issue. Having too few agents available drives away customers (a dangerous practice with […]
Mustang.com™ and Pipkins Join Forces In eService Workforce Management
Mustang Message Center™ Updated To Share Data With Pipkins Maxima Advantage® Workforce Management System Bakersfield, California: Mustang.com, Inc. (Nasdaq: MSTG), the provider of Trusted eService Solutions™, and Pipkins Inc., a […]
Intraday Call Center Scheduling: Adjusting for All Daily Staffing Surprises
Why is an intraday call center scheduling tool a must have? It’s 8:10 am, and already the day’s schedule needs to be fed to the shredder. Several agents have called […]
Skill-Based WFM Scheduling for Call Centers: What You Need to Know
Today’s call center environments are becoming increasingly complex by handling multi-lingual calls, and supporting diverse clients, products, or services. Efficient labor management dictates that agents in such environments should be cross-trained in […]
PIPKINS Enhances Industry-Leading Workforce Management System With New Wireless Capability
Maxima Advantage® Users Can Now Roam Corporate Call Centers, Making Schedule Changes On-The-Fly Via Any Wireless Browser-Enabled Device ST. LOUIS, MO – January 27, 2000: – Software developer Pipkins, Inc. […]
Skill-Based Routing and Workforce Management Scheduling
In this paper, we will examine skill-based routing and the challenges it poses for the producing optimal workforce management scheduling. 1. Skill-Based Routing – Introduction If your ACD has Skill […]
Pipkins Introduces SkillSense™ Scheduling for Its Maxima Advantage® Workforce Management System
PIPKINS, Inc. today announced that SkillSense™, the second generation of their multi-skill functionality, is immediately available for Maxima Advantage®, PIPKINS’ premier workforce management system. SkillSense is a culmination of the […]
Skill Based Routing vs. Skill Set Scheduling
1. Skill Based Routing – the ACD viewpoint The manner in which the various ACDs implement Skill Based Routing (SBR) can be varied and is often complex: Usually, the switch has […]